Product Refund - Post Delivery Issues

B2B - Initial, functional, practice kits that professional picks up from the City office

D2H - Initial kits which are delivered to the home address of partners.

B2C - The orders which are placed from Shopify by the partner.

TAT to raise an escalation :

7 Days - D2H and B2C

15 Days - B2B

Next Steps for D2H and B2C orders :

> Agent will fill out the form, inform the partner that the concerned team will check and reach out, and park the ticket for 48 Hours.

> Meanwhile, Anmol will work on those cases and ensure to get the resolution within these 48 Hours.

> If no action has been taken and again the ticket falls at the agent, then they will refund, convey the same to the partner and close the case.

Next Steps for B2B orders :

> For B2B sop is same, I.e fill IK sheet.

Steps to identify the order type :

> Probing with the partner.

> In the case of B2B city office address is mentioned on the dashboard whereas in D2H or B2C partner's home address is mentioned.

> in B2B logistic partner, tracking id, etc are not mentioned on the dashboard.

> Refund option is not available on the dashboard for B2B orders.